About the position
Department/Division: Operations Management (Business unit)
Reports to: Operations Manager
Management accountability
Number of direct reports: 21-50 pax Creche Supervisors & Attendants;
Tollgate Supervisors & Attendants; Drivers; Switchboard Team
Number of indirect reports: Retail Tenants / Business Partners / Service Providers
Job context
Key stakeholders (Internal and External)
- Internal - GM; EOC; F&B Management & Team; Operations Manager; Engineering; Housekeeping; Hotel Management
- External - Service Providers; Retail Tenants, Business Partners
Scope and limits of the job
- Management of the on-site business operations facilities including the management of multiple teams within this facility, including the contract management of external retail concessionaires and business partners
- Accountable to control of costs against a pre-defined budget
Deliverables
- Operations Management 20%
- Retail Product Offering 15%
- Compliance Management 20%
- Customer Experience Management 20%
- Tenant & Service Provider Management 15%
- Stakeholder Relationship Management 10%
Core Behavioural Competencies
- Analytical skills
- Attention to detail
- Working with information (agreements, laws, regulations, statistics)
- Reviewing / evaluating information and data
- Decision-making
- Planning
- Influencing & Advising skills
- Emotional resilience
- Customer centric
- Networking and relationship building
- Innovation & continuous Improvement
Technical / Proficiency Competencies
- Corporate & industry knowledge
- Quality Assurance
- Retail brands and offerings
- F&B Product knowledge & standards
- Labour & risk legislation
- English written and verbal communication skills
- Proficiency in MS Office Suite; Opera; Micros & Revenue Management System
Minimum Qualification
- 3-Year Hotel School Diploma or equivalent
Minimum Experience
- Minimum of 5 years' experience with 3 years management experience in the hospitality / retail industry
- Previous experience in duty management is an advantage
Certifications/ Registrations/ Licences/ Accreditations
- Meets the requirements of a key gaming licence
Work Conditions & Special Requirements
- Must be able to work shifts in line with operational requirements (including weekends and public holidays)
Deliverable 1
Operations Management
Key Activities
- Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer's journey from arrival at the front entrance, transport, switchboard, retail interaction; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
- Oversee the management of the crèche facility, ensuring the operation is secure and meets all regulatory requirements
Success Measures
- SOP adhered to at all times
- Audit targets achieved
- Service targets achieved
- Availability to guests as per guest needs
- Response times to floor incidents and events are adhered to as per SOP and SLA
- Reports meet operational needs and targets
- Professional, clean operation
Deliverable 2
Operations Product Offering
Key Activities
- Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
- Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the retail environment and service level agreements with service providers
Success Measures
- Product meets current trends and expectations in the industry
- Offering is fresh, relevant and sympathetic to the property offering
- Standards are developed, implemented and enforced across the Group
- Adherence to grading and Company standards
Deliverable 3
Compliance Management
Key Activities
- Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
- Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
Success Measures
- Standards are aligned to maximise synergies across the company
- Adherence to Group standards and service level agreements
- Facilities maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
Deliverable 4
Customer Experience Management
Key Activities
- Ensures that guests are treated with courtesy and respect at all times
- Interact with guests and provide professional service standards and solutions
- Handle any escalated complaints, disputes and suggestions as required
- Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
- Be present on the floor during service / promotions or functions
Success Measure
- CLEAR service standards applied consistently when interacting with customers
- Complaint, disputes and suggestions are acted on as per SOP: timeous, resolution, feedback
- Customers are informed of information that meets their needs
Deliverable 5
Tenant & Service Provider Management
Key Activities
- Provide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing
- Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
- Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements
- Monitor and manage the performance of tenants in line with contractual deliverables
- Communicate on a regular basis and maintain the relationships with tenants and service providers
Success Measure
- Aligned to Procurements and legal processes
- Rentals are aligned to budgets
- Performance is measured in line with SLA.
- Relevant systems are in place for tracking and reporting of audits and partner management
- Networks with key suppliers are developed and maintained
Deliverable 5
Stakeholder Relationship Management
Key Activities
- Provides relevant guidance and support to operational teams and stakeholders
- Maintain relationships with service providers and retail tenants currently in partnership with Sun
- Informs department / staff of information required to perform the duties and relevant operation effectively
- Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA
- Communicates any special guest requirements or events to other relevant operating departments
Success Measure
- Stakeholder expectations met or exceeded
- Public image reflects brand and unit values
- BBBEE scorecard targets met
- Terms with retail tenants and service providers are negotiated to mutual benefit
- Adherence to legal and the Group (e.g. procurement. CSI, etc) guidelines
Job Complexity
Know How
- Requires specialised knowledge of techniques, equipment and processes relating to hospitality operational practices, products and customers
- Short term planning involves conducting the planning of activities to meet and optimise new business targets and growth in customer spending by working with others in the customer value chain
- Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently
Problem- Solving
- Apply business acumen and sound common sense to the overall management of operations and teams within defined standards
- Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges
- Consider all the facts, options and possible outcomes prior to making decisions
Accountability
- Provide information and make recommendations regarding products and services that will meet customer needs
- Suggest initiatives to increase penetration of customer base
- Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations
- Solutions should be profitable and ensure the correct customer behaviour in terms of product usage
Desired Skills:
- Duty Managerment Experience
- Hotel School Diploma
- Casino Experience
